Customer Operations Specialist
Job Summary:
The
Customer Operations Specialist is responsible for ensuring a smooth experience for WorkWhile clients using vendor management systems (VMS) such as Beeline, SAP Fieldglass and Workday VNDLY. This role plays a critical function in optimizing VMS processes, ensuring compliance, and enhancing the customer experience.The ideal candidate is organized, detail-oriented, and proactive, with strong communication skills to assist workers in navigating VMS-related processes and resolving system-related issues.
Key Responsibilities:
Vendor Management System (VMS) Assistance:
- Collaborate with internal teams to complete shift postings, worker approvals, invoicing, and reporting within the VMS to improve efficiency and compliance.
- Continuously monitor VMS performance, identifying issues to maximize system effectiveness for both WorkWhile and its clients.
Worker Relationship & Support:
- Serve as a primary point of contact for workers, ensuring seamless onboarding, time tracking, and troubleshooting any system-related issues.
- Conduct proactive outreach via calls, texts, and emails to maintain worker engagement and support attendance, compliance, and retention initiatives.
- Monitor attendance and compliance within the VMS and follow up with workers on missing or incorrect submissions (e.g., incorrect timecards).
Shift Coordination & Operational Support:
- Assist with posting available shifts, tracking worker assignments, and ensuring proper documentation within the VMS.
- Monitor worker check-ins and escalate attendance or performance issues to the appropriate internal teams.
- Ensure that all worker data is accurately recorded in the VMS and WorkWhile systems.
Cross-Team Coordination & Process Improvement:
- Support the Account Management team by providing real-time updates and ensuring that customer needs (e.g., shift posting, scheduling adjustments, compliance requirements) are met promptly.
- Collaborate with Account Management, Worker Success, Trust & Safety, and Operations teams to ensure seamless execution across pre-launch, launch, and post-launch phases
- Support incident documentation and resolution, escalating worker-related concerns as needed.
Qualifications:
- Bachelors degree preferred
- 1-3 years ofexperience working with vendor management systems (VMS) such as SAP Fieldglass or Beeline ORexperience as a Managed Service Provider (MSP) coordinator
- Strong communication and problem-solving skills to assist workers
- Detail-oriented with good organizational skills to manage shift coordination and compliance tracking.
- Comfortable working in a fast-paced environment with shifting priorities.
Willingness to work a flexible schedule, including evenings or weekends as needed
